Customer Service Representative

Customer Service Representative

Washington, DC

Type: Contract-to-Hire

Category: Support

Industry: Government

Standard Hours: Open

Reference ID: JN -102026-109257

Date Posted: 10/29/2026

Shortcut: http://careers.eliassen.com/mZ1wct

• Description
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Description:

On-site in Washington, DC

Our client seeks a motivated customer service representative to provide Tier 1 phone support for users of the Asset Forfeiture Program in Washington, DC. The role includes taking user calls, entering incidents into BMC Remedy, troubleshooting application issues, recommending Tier 1 solutions, and coordinating follow-up with Tier 2 as needed. The position requires professionalism, detail orientation, strong communication, and the ability to collaborate with a team during core hours with occasional late shifts.

Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $20.00 to $25.00/hr. w2

Responsibilities:

• Provide first-level phone support for end users and internal staff of the Asset Forfeiture Program.
• Resolve questions or escalate issues related to the Forfeiture Systems Suite of applications.
• Record all user inquiries, resolutions, and service requests in BMC Remedy.
• Monitor and track issues escalated to Tier 2 support through resolution.
• Develop and proofread end-user and process documentation.
• Support the Customer Service Center Manager with project initiatives and administrative tasks.

Experience Requirements:

• Experience with BMC Remedy, Microsoft Office, and Skype.
• Ability to triage Tier 1 incidents and communicate effectively with team members.
• Detail oriented with independent problem-solving and decision-making skills.
• Ability to track and monitor tasks to completion.
• Strong customer service and professional team collaboration.
• Ability to utilize a VoIP phone system to answer and transfer calls.
• Availability to work scheduled core hours between 7:00am and 8:00pm and late shifts from 12:00pm to 8:00pm as assigned.

Recruitment Transparency Notice

Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( noreply@eliassen.com , 781-808-2924) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact fraud@eliassen.com .

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients’ capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

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